End-user development of CRM systems: towards a behavioural end-user profiling based on gender and expertise

摘要

Big part of Enterprise and Marketing Information Systems, such as customer relationship management (CRM), tend to be customised and even developed from scratch by the end-users working in the enterprises. However, user modelling and personalisation approaches have not been widely adopted in the end-user development (EUD) environments of information systems (IS). This results in the EUD of CRM software of low performance and reusability. Attempting to figure out how end-users can efficiently participate in the design and development of CRM systems, research suggests the 'construction' of end-users behavioural profiles to enhance their developing activity performance. This paper presents a methodological approach in which we construct different behavioural user-profiles based on end-user-related behavioural attributes. The suggested user-profiling approach can be applied to produce self-adaptive EUD environments to implicitly assist the end-users in the enhancement of their performance while developing web-based CRM software.